1. It’s Not About A Desk Joe Jaros, Chris Foster, Martha Bedard Texas A&M University Medical Sciences Library MLA 2004

2. Removing/Replacing the Reference Librarian at the Reference Desk X Creating a Single Service Point

3. Setting  3 Service Points Circulation Reference Document Delivery  Circulation staffed primarily by students  Document Delivery office only open 8-5

4. Associated Problems  Confusion about where to go for help  Student workers answer reference questions  Overdependence on student workers  After-hours confusion about Document Delivery services and processes

5. Creating a Single Service Point Pros  Easier for clients  Streamline processes  Eliminate staffing duplication  Eliminate student staffing Cons  Need to cross train staff  Demands of ILS vs desk staffing  Night-time staffing  Workflow issues  Physical arrangement

6. Implementation Process Train Staff Analyze Current Situation Change Organization Renovate Physical Space

7. Process Step 1: Analyze Current Situation  Complexity of Circulation, Reference, Document Delivery services  Fear of change  Need for top-level decision  Need for middle management leadership  Impact of technology and constant change

8. Process Step 2: Change Organization  Move associated departments into Public Services  Create Client Services Manager position to train and supervise single service point staff  Develop student worker pool

9. Process Step 3: Train Staff  Cross training  Staff train each other ILL – had less previous public contact  ILLIAD implementation affect on workflow Shared server More stress

10. Process Step 4: Renovate Physical Space  Interim service desk  Planning done by service point staff  Completed 2 years after organizational change

12. Impact  Heightened staff visibility  “One stop shopping”  One less department (Access Services)  New roles for staff  Change in relationships to other units  Changes in forms, procedure guidelines, manuals

13. Impact  Area design incorporates technology and patterns of use  New furniture and arrangement perceived as reward by staff

14. Impact  Public Service Point(s) Staffing (M-F) Before 1.2 FTE librarian – Information Desk 1.2 FTE paraprofessionals +.5+ Student - Circulation 1 FTE paraprofessional – Document Delivery After 2 FTE paraprofessionals – Client Services Desk  Reference Questions: 2002/03: 5,030 (404 or 8% referred to librarians)

15. Impact  Model transferred to main university library Consolidating 3 services Single service point  Reserves  Microtext  Current Periodicals Consolidating two services First Contact  Circulation  Basic directional and service information Can work in a larger environment

16. Advice  It’s not about a desk, it is about people, team building, vision, and service  Administrator must initiate and support change  Organization has to change first  Evolutionary process – take opportunities when they arise (vacancies)  Involve everyone affected, every step of the way  Implementation team makes it work – not department head, director, or dean  Better team = better service  Communication is key